Why offer a service you can’t give?!

The reasons you DONT want a smart shopper credit card - the information I have learned the long hard way!!

Ok so I shop for many lodges family members and clients in Zimbabwe so shopping is always a quick task oriented purposeful work trip.

So the idea of having a monthly statement seemed a good idea and interest free credit as sold to me if I qualify etc. so I get a credit card - one days shopping and all fine - no mention of a limit - so next shop and the next shop card declines - phone the call and after a lengthy wait finally I speak to someone who tells me- my card is blocked due to spending over R3000 on a particular day. To reactivate it please send a copy of my ID signed and call back telling them what time the email was sent so they can make the necessary follow ups. Little did I know I would spend three attempts for as long as 27 minutes at a time on a call at normal cellphone rates waiting for someone to answer who then transfers you to another que where the music ???? does nothing more than agrivate your already exasperated mood. Finally a human being who promises to call you back rewarded you with a favour and clearance that he is able to call you back another 27 minutes waiting this time in silence!! Ok great I’m going to get someone finally to fix this! Calls recorded for quality and training purposes they say!!? Ok so I wait - the kind gentleman tells me he will ring me back after about 40 minutes and resending the email to *****/ rcs!!! Oh no - GE didn’t call back by which time it is nearly three hours later I call the customer care number on my card and attempt to make a purchase - the customer service chap says it’s all working????three minutes later try to make a purchase card declined. Three more calls and every time a request for all the security checks and verification from ID to address etc etc No further!! 6 people spoken to now and given details with the same question and music ???? played as you wait. Today Monday I go to Rosebank store give my details- I know all the information they require now in parrot fashion - I hand it over to the agent and go shopping in the hope that my the time I get to the till - who knows hopefully in 45 minutes there has been progress. Track her down to the till and she tells me it is working- guess what it’s not declined before going to her with proof I couldn’t pay for a lighter and guess her response was to be expected. The system is down!! I come from Zimbabwe I know adversity incompetence and an attitude that really says I don’t care!! Is this the South Africa that people are right now fighting to hold hope in!??? I read Raymond Ackermans book about staff and service levels is this what he built a huge brand on?? Apathy

Another three hours later I walked out of a Rosebank mall defeated!! My best efforts along with the stores management experiencing the same call Centre apathy- no email or contact to resolve the issue and my trolleys were left full with no sight of resolve. Simply a consumer credit complaint line thatvtou can lodge and expect an answer within 20 days!! Is it worth the effort trying to esteem and hope and believe that the service level one would expect from such a large business that employs thousands of people would have me in desperation trying to reach Head Office to speak to a human being?? Is this a service worth offering customers when you go to pay your bill and the store cannot tell you how much you owe it?! Really great offering a service you cannot give I’m done - to this end I have lodged my experience and hope no one ever has to go through similar